AHRQ Innovations Exchange | Web-Based Triage and Scheduling System Generates High Levels of Patient Satisfaction, Enhances Access to Sexual Health Services

Innovation Profile:

Web-Based Triage and Scheduling System Generates High Levels of Patient Satisfaction, Enhances Access to Sexual Health Services



Summary
Along with offering scheduling via telephone or in person, 3 United Kingdom-based sexual health clinics give patients age 16 and older the option of requesting appointments at any time through a Web-based system that triages their condition and collects appointment-related preferences (e.g., desired location). Call center staff review the triaged requests throughout the day and then e-mail the patient a confirmed appointment, with the day/time of the visit being within 48 hours of the initial request (as required by United Kingdom National Health Service guidelines). The system identifies and advises those with urgent conditions to seek care immediately, not allowing them to proceed with the process. Going forward, nonurgent patients will be able to schedule the visit directly through the system. The program has proven quite popular with patients and has contributed, along with 4 other initiatives, to a significant increase in the percentage of patients offered an appointment within the 48-hour window and the number of new patients seen each month.

Evidence Rating
Suggestive: The evidence consists of post-implementation data and/or trends on the percentage of total clinic appointments made through the system, the percentage of such requests occurring when other scheduling methods were not available, the percentage of patients offered an appointment within 48 hours, the number of new patients seen by the clinics each month, and various survey-based measures of patient satisfaction with the system.

Developing Organizations
Chelsea and Westminster Hospital NHS Foundation Trust

Date First Implemented
2006
October

Patient Population
Vulnerable Populations > Urban population

full-text:
AHRQ Innovations Exchange | Web-Based Triage and Scheduling System Generates High Levels of Patient Satisfaction, Enhances Access to Sexual Health Services